Customer Success Defined
Customer Success is an operating model that promotes practices across the entire customer-lifecycle including landing new accounts; onboarding, success planning; product adoption; health monitoring; retention and expansion.
Customer Success Defined
A Customer Success operating model promotes practices across the entire customer-lifecycle including landing new accounts; onboarding, success planning; product adoption; health monitoring; retention and expansion.
Customer Success delivers on the CX strategy by providing programs, practices and trusted advisers to maximize customer retention and create opportunities for revenue expansion within the customer base. Customer Success assures that customers can attain tangible positive business outcomes with the products and services they have purchased.
Customer Success transcends organizational silos such as Support, Professional Services, Training, Sales and Product Management and is not limited to specific organizations, teams, or roles.
Customer Success operating processes and activities are described below.
The Customer Success Process
Customer Success Stages
Customer Success Activities
ServiceXRG offers a wealth of expertise through coaching and research to help you develop and execute an effective Customer Success strategy. Please review other reports and articles related to Customer Success.
Define your Customer Success strategy
Inventory current success-focused capabilities and practices
Develop a framework for Customer Success
More Customer Success Articles
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ServiceXRG’s Customer Success Operating Model Playbook provides the blueprint to develop, operate and optimize Customer Success initiatives. Each element of the Customer Success Operating Model defines the practices, tools, staffing and measures of success you need. Whether you are building a new Customer Success organization or transforming existing service capabilities, the Customer Success Operating Model provides a framework for success. The Customer Success Operating Model (SOM) consists of the following Success functions: Customer Engagement, Service Delivery, Customer Retention, and Relationship Growth.
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High customer satisfaction and Net Promoter Scores as the desired outcome of Support and Customer Success interactions, while positive, is not enough because it does not connect service delivery excellence with tangible business outcomes.
Support and maintenance portfolios have been the foundation of many post-sales service offers, yet Support offers alone are no longer adequate to sustain and growth customer relationship value. Modernization of support portfolios and the evolution to customer success-focused programs and offers is the future of post-sales service portfolios. This article will help you to determine what type of post sales service portfolio you need.
A well-defined CX strategy combined with an effective Customer Success (CS) operating model can yield significant and tangible benefits including retention and expansion of existing relationships and the strengthening of your product and service reputations.
The current organizational structure of your Services team and alignment with other customer facing resources may inhibit your ability to retain customers and expand relationship value. Organizational alignment, increased cooperation, and shared goals are key to customer retention and revenue expansion initiatives.
Customer Success is a series of interrelated activities performed throughout the customer relationship lifecycle. This article identifies and defines critical success activities.
The terms Customer Experience (CX) and Customer Success (CS) are commonly used within the service industry. Sometimes CX and CS are used to describe the same or similar things and other times to describe complexly different actions, activities and outcomes. This article offers definitions for each term and identifies similarities and differences between CX and CS.